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Is there an option for the Impact Field (which is a single choice dropdown menu custom field) to be an accessible field(as a dropdown list) in the Queue view?
I would like for the agents to be able to as easily set the impact (which together with the customers urgency shall automatically calculate the priority) as they can set the assignee in the Queue view without having to manually access all the tickets individually
Hello @Marius Fischer
Thank you for reaching out.
Unfortunately, the only fields that can be edited directly from the queue view are the Assignee and Status fields. We currently have a feature request to consider the implementation of this ability for more fields in the queue view:
Feel free to vote and watch the suggestion to increase its priority and receive notifications about any updates.
Let us know if you have any questions.